Client Support Manager BioStorage Technologies
THIS JOB HAS EXPIRED The statements below reflect the general details considered necessary to describe the major
responsibilities of the identified position and are not to be construed as a detailed description of
all the work requirements that may be inherent in the job.
The Client Support Manager will provide a critical role for managing and ensuring client
satisfaction and project execution. This role is expected to liaison directly with BST clients,
ensure delivery to client expectations, and provide strategic, global, and customer-centric
support. The Client Support Manager is responsible for ensuring accurate and quality delivery
of proposals, ensuring that the proposals are executed as indicated, providing a client
governance structure, and identifying, defining, implementing, reporting, trending and providing
corrective action for Key Performance Indicators (KPIs). The client services manager is also
expected to play an integral role in assisting operations with project delivery, for client projects
as well as internal, alliance and projects associated with partnerships as appropriate. Further,
the Client Support Manager is responsible to play a key role of being both a
client/alliance/partner and BST advocate, and ensuring the satisfaction and success of both.
Major Responsibilities, Activities and Task Statements:
1. Have a solid understanding of sample management requirements, and client needs,
processes, and future direction as it relates to management of sample assets.
2. Have experienced understanding of the proposal generation, review and execution process.
3. Experience and ability to provide a quality client facing communication, and a customer
centric attitude and capability.
4. Be able to communicate effectively and with credibility to both tactical and strategic clients,
both internal and external.
5. The ability to create financial modeling systems, including Profit and Loss statements and
6. The ability to decipher proposal and client expectations and ensure appropriate Key
Performance Indicators are defined. Further, the capability to provide KPI monitoring tools
and to accurately and with high attention to quality discern that the measurements are appropriate, strategic, and directional; and to finally provide oversight and guidance for
corrective action for any resolution or adjustments required based on KPIs.
7. Develop governance structure for appropriate clients, build requirements and be responsible
for agenda, content and management of these meetings.
8. Provision of Project Management experience, including guidance to junior staff members in
the tools and expectations of a Project Manager, and providing an example of best practices
in this area.
9. Project Management support as needed for ongoing projects internally, or associated with
client deliverables, alliances and partnerships. Have the ability to matrix manage, to identify
key contributors, understand the strategic direction and build and execute effective teams to
ensure quality and appropriate project delivery.
10. Expected to contribute to operations support, with expected emphasis on implementation of
on-site solutions and ongoing oversight subsequently.
11. The ability to execute work independently and also to mentor, manage and influence others.
12. Comply with all company policies and procedures and adhere to company standard of
business ethics and conduct.
13. Must be a team player committed to working in a quality environment.
14. Willingly performs other duties as assigned.
Other Functions, as required
1. Travel as needed to support clients Position Specifications
? BS/BA degree or higher
? Approximately 5-10 years of applicable experience depending on education
? Experience working in an FDA and GXP regulated environments.
? Strong organizational skill and good management acumen.
? Project Management experience
? Client facing experience
? Excellent verbal and written communications skills.
? Demonstrated ability to prioritize work, customers, internal and external demands
? Superior written and oral communication skills; excellent presentation skills, ability to
build credibility with others, ability to engage in effective problem solving conversations
? MBA, PMP, Masters or comparable on the job experience
Organizational Core Competencies:
? Guided by a set of core values and beliefs to guide behavior and performance
? Represents information accurately and openly
? Demonstrates fairness in dealing with others
? Uses appropriate judgment in maintaining confidentiality
? Displays consistent loyalty to company values even under pressure
? Acts objectively and inspires trust
? Considers the client perspective when creating policies, procedures and solutions.
? Attentive and responsive to customer requests.
? Listens to and anticipates needs of the customer.
? Identify, influence and manage customer expectations.
? Aligns priorities with the customer?s priorities.
? Acts with a sense of urgency on behalf of customer needs.
? Recognizes that building relationships are critical for success-internal and external.
Accountability to Team and Self
? Is open to learning ones tendencies ? areas of strengths and areas of development
knows ones strengths and limits
? Understand behavior impact on others
? Acknowledges accountability for performance and its influence on team
? Recognition that intent and actions should be aligned, with sensitivity to others
? Demonstrates support for the group over personal wishes Delivers Results
? Anticipates, identify, confront and overcome barriers in order to successfully complete a
task or project.
? Focuses on outcomes rather than activities.
? Demonstrates personal contribution to accomplish goals.
? Drives and produces efficient solutions ? actively pursues process improvement.
? Consistently delivers on commitments and goals.
? Drives quality standards and maintains these standards.
? Follow established guidelines for quality assurance.
? Takes accountability for mistakes through self-reporting, corrective action, and
? Consistently demonstrates accuracy, compliance and gold standards service
? Ambassador of quality throughout the organization.
Managing and Measuring
? Clearly assigns responsibility and accountability for tasks and decision
? Proactively sets clear objectives and measures
? Monitors process, progress, and results appropriately
? Provides timely and objective feedback on performance and takes appropriate action
? Takes a holistic approach, even when addressing departmentally specific processes
? Excels in capacity and resource utilization.
? Delivers individual and team results to the company and clients
Building team behavior
? Collaborative and cooperative
? Encourages a participative process; has a ?win-win? orientation.
? Creates strong morale and spirit in his/her team
? Shares wins and successes
? Fosters open dialogue while confidentiality
? Encourage autonomy while holding each other accountable
? Creates a feeling of belonging in a team
? Shares recognition and credit with others.
? Can infuse spirit and influences others to be creative and high performing.
? Motivates others with one?s own vision and plans.
? Acts in accordance with the company values.
? Models behavior that is above and beyond reproach.
? Motivates others to accept a challenge. Working Conditions
Employee will be working in an area with potentially infectious materials. Employee will be
responsible for maintaining a clean work environment while enforcing and following universal
precautions for blood borne pathogens when working in an area considered to be potentially
Position requires up to 70% travel.
||2655 Fortune Circle West |
Indianapolis, IN 46241
THIS JOB HAS EXPIRED